Inbound Call Center Archives

Dec28
Emergency Services: The Call Center
What does a “911” call center look like?  How are dispatchers or agents trained? What does it take to be one?
Continue Reading
Mar14
Call Centers
I had my first exposure to a call center in 1987.  The firm I was working for  was doing outbound calling to complete surveys for political and commercial clients.  I started my call center in 1992. During that time, we became... Continue Reading
Jan11
Do You Like (blush) My New Look?
Whoo-Hoo! We finally have a new masthead up on CallCenterScript by our talented Graphic Designer, Nicole Hansen. This masthead actually has some history to it.  The agent pictured was an actual agent that worked in my call center.  When we... Continue Reading
Sep 9
ICMI - The Best Training Seminar I Ever Went To
Brad Cleveland, CEO of ICMIWhen I first started my call center back in 92, I knew very little about the specifics of what it took to run an inbound call center. One of the philosophies I have tried to follow... Continue Reading
Sep 3
ICMI - Call Center Glossary
ICMI - Call Center GlossaryJust like any industry, the call center industry has plenty of acronyms and unique phrases. What does CTI, DNIS, ANI, or T1 mean? To an outsider trying to work with the industry, it can be difficult... Continue Reading
 


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